Overview

Customer Care Training & Quality Assurance Supervisor Jobs in Nashville at iHeartMedia


Title: Customer Care Training & Quality Assurance Supervisor

Company: iHeartMedia

Location: Nashville

iHeartRadio

Job Summary:iHeartMedia is seeking an experienced Training and Quality Assurance Supervisor to join our rockstar Customer Operations team! Reporting to the Director of Customer Operations, this role is responsible for driving world-class customer service, enhancing agent performance, and optimizing overall engagement through continuous training and quality improvement initiatives. Work from our Nashville office or remotely anywhere in the US.

Responsibilities:

Serve as an iHeartRadio and Premiere subject matter expert for our agents: know the iHeartMedia products and processes inside and out

Shadow our team of front-line agents who directly interact and support our iHeartMedia listeners and fans to understand daily workflows

Identify knowledge gaps and training needs to best support our agents and users

Create, innovate, and maintain training material as well as set up e-learning

Facilitate onboarding, recurrent, and “train the trainer” instruction

Introduce gamification to boost training experience and assess training effectiveness

Pursue ongoing education solutions to continuously improve customer support

Develop a formalized training and quality program

Evaluate and enhance QA scorecard criteria and scoring

Oversee and ensure QA is consistently performed by local and Business Process Outsource (BPO) team

Conduct, track, and document quality audits to ensure quality standards are being met

Perform regular calibration sessions to ensure evaluation alignment

Report on quality levels and solve for trends

Assess and suggest channels to best capture and measure quality

Qualifications:

4+ years Contact Center experience, with at least 2 years in a training/quality capacity

Hands-on experience with traditional and modern training methods, tools, and techniques

Working knowledge designing and creating e-learning and gamification content

Strong interpersonal and verbal/written communication skills

Solid technical support and troubleshooting skills

Self-starter with a positive, can-do attitude

Familiarity with Maestro and Zendesk is a plus

Location

Nashville, TN; 1200 Broadway, 6th Floor, 37203

Position Type

Regular

Benefits:

iHeartMedia’s benefits offering is flexible and offers a variety of choices to meet the diverse needs of our changing workforce, including the following:

Employer sponsored medical, dental and vision with a variety of coverage options

Company provided and supplemental life insurance

Paid vacation and sick time

Paid company holidays, including a floating holiday that enable our employees to celebrate the holiday of their choosing

A Spirit day to encourage and allow our employees to more easily volunteer in their community

A 401K plan

Employee Assistance Program (EAP) at no cost – services include telephonic counseling sessions, consultation on legal and financial matters, emotional well-being, family and caregiving

A range of additional voluntary programs, such as spending accounts, student loan refinancing, accident insurance and more!

The Company is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.

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About iHeartMedia